Refund policy

We want you to love your purchase, but if something isn’t right, we’re here to help.

Return Period

You may request a return within 14 days of receiving your order.

Conditions for Return

To qualify for a return:

• The item must be unused and in its original condition
• You must provide a receipt or proof of purchase

How to Start a Return

Please email us at info@petso-store.com before sending anything back.

Items returned without prior authorization will not be accepted.

Damaged or Incorrect Items

Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us immediately so we can resolve the issue promptly.

Non-Returnable Items

We do not accept returns for:

• Customized items, including personalized products (e.g., pet names, custom sizes, or colors)
• Sale items or gift cards

Shipping Costs

• Original and return shipping costs are non-refundable

• If a return occurs because the buyer was unavailable to receive the parcel, did not collect it on time, or failed to complete customs clearance, both outbound and return shipping costs will be deducted from the refund

Exchanges

If you’d like a different item, the quickest solution is to return the original item and place a new order once your return is confirmed.

Refunds

Once we receive and inspect your return, we’ll notify you of the refund status.

• If approved, your refund will be processed to your original payment method within 3 business days
• Please note that your bank or payment provider may take additional time to post the refund

If more than 5 business days have passed since your return was approved and you haven’t received your refund, please contact us at info@petso-store.com so we can resolve the issue promptly.